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Independent Communications Authority of South Africa Act, 2000 (Act No. 13 of 2000)

Regulations

Code of Practice for the South African Postal Industry, 2012

5. Complaint Handling Resolution and Escalation for Customers

 

(1) Complaints handling for domestic/international mail

 

(a) Customers who experience unsatisfactory postal services should in the first instance lodge a complaint at the outlet concerned;
(b) In the event that the complaint is not resolved, the customer must reduce the complain to writing and submit the complaint to the manager/owner of the outlet;
(c) If no resolution can be reached after a period of fourteen (14) working days, after lodgment of the complaint, the customer may then approach ICASA for resolution.

 

(2) Escalation of complaint to ICASA

 

(a) When complaints are forwarded to ICASA, ICASA will acknowledge receipt of the complaint within twenty four (24) hours and shall allocate a reference number to the complaint;
(b) When investigating complaints, ICASA shall follow the following procedure:
i. request all relevant information in writing as well as supporting documentation that will assist in the investigation process;
ii. after collecting all the relevant information on the matter, the complaint will be analysed and a suitable recommendation will be made to the respective parties;
iii. if it is found that there is a possible contravention of the regulations, ICASA will refer the complaint to the Complaints and Compliance Committee ("CCC") for adjudication;
iv. the CCC shall after its findings, recommend an recommend an appropriate sanction to the Council of ICASA for consideration and endorsement; and
v. the complainant shall be informed of progress on the matter by ICASA throughout the process.